TERRIBLE SERVICE

I opened an attorneys business account and trust account recently with my partner.

From day one we have received bad service but decided to look past the lack of care and negligence as we believed that FNB was the bank we could trust to handle our financial affairs. I have been trying to contact a business manager – Victoria Mashego for the past week to have our trust account fees re-directed. We were informed that FNB is aware of how an attorneys trust account works but month on month we have to call the bank to have the trust account fees re-directed to the business account. This is totally unacceptable.

Let me lay down all the hurdles we have had to encounter from day one :

1. We requested to open an attorneys business account and trust account online. 2. It took days for someone to contact us. Eventually we have a Deevashni Govender called us. She arranged the paper work which we sent to her to finalize opening the account. A week went by and after numerous calls my partner and I decided to go to the nearest branch to have our accounts opened. We were not informed that it takes FNB weeks to open a business account!!!!!. 3. After being assisted at the branch the paper work was finalized. We returned home and still had to beg Deevashni to confirm when the accounts were active. After begging her for days she eventually gave us details to deposit money to activate the accounts. We once again had to beg her to confirm whether the accounts were active and if the money was received. 4. Eventually we waited a few days to get our business cards. To our surprise my business partner received her business cards in the wrong name. We submitted our marriage certificates and updated ID documents upon opening our accounts. So once again Deevashni didn’t have a care in the world to capture the correct information. 5. Or and also, I did not receive a bank card at all. Deevashni did not order my card at all. How lovely……………………………… 6. My business partner and I decided to go to a nearest branch to have my card ordered and re-order her card with the correct name. Another unnecessary thing we had to do but we kept on giving FNB the benefit of the doubt. 7. When it came to the delivery of may card, wow……that’s another total mess….maybe you need to reconsider using TakeAlot cause their call center agents have no clue what needs to be done. 8. Fast forward to month end of July. Our trust account was debited with service fees which were not automatically re-directed????we called in immediately and the fees were re-directed as should be and we were informed that the system has been corrected to automatically re-direct the fees on a monthly basis. 9. Fast forward to 31 August 2020 – guess what?????? The fees were charged on the trust account and not automatically redirected. I have spoken to numerous call center agents who keep directing me to speak to Victoria Mashego at the Balfour Park branch. I have called so many times I actually believe she doesn’t want to speak to me. I do not have the time to spend days on the phone trying to get a service which I was informed that FNB knew how to do. Clearly not. 10. Lastly, I do not even know why Balfour park was chosen as our branch. My business partner and I do not even know where on earth Balfour Park is, we do not live close to it, we do not run our business close to that area? But then maybe FNB works on assumptions.

We are very unpleased with the service we have received from FNB. This service is totally unacceptable.